The player from Texas had deposited $73.94 into Wild Casino, but the transaction was marked as declined despite the bank confirming the payment had settled. After multiple responses from support claiming the money had been credited to the account, the player found a balance of $0 and was unable to access a transaction history, leading him to suspect mishandling and sketchy practices by the casino. The player was asked to obtain detailed gaming and deposit history from the casino to clarify the situation. However, due to the player's lack of response to these requests, the complaint investigation was closed for the moment. The player could reopen the complaint in the future if he chose to resume communication.
Wild Casino - Player’s deposit appears confiscated.
Closed
Our verdict
Player stopped responding
Amount: $73
Wild Casino
Safety Index 5.0 Below averageCase summary
Discussion
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3 weeks ago
Wild Casino Took My Money, Admitted It… Then Said I Already Spent It 🤯
I need to know if anyone else has dealt with this because this is honestly insane.
I deposited $73.94 on April 29 with my debit card.
On their site? "DECLINED."
Cool… except it wasn’t.
I check my bank:
Payment processed
Payment settled
Money gone
So now I’m like… okay, simple fix right? Just show them proof.
What followed was absolute chaos:
Support #1: "Yeah we don’t see it. Send proof."
Support #2 (after I send transaction ID (19410516684)+ bank confirmation):
"Still declined. It’ll go back to your bank."
My bank:
"Nope. It settled. Merchant has your money."
Then I finally get to Financial Services…
They literally tell me:
"We have received the deposit."
I’m like THANK YOU. Finally.
Then I check my account…
Balance: $0
And here’s where it gets crazy
I ask where the money is.
They tell me:
"It was credited and you already used it in the casino."
???
HOW???
The money NEVER hit my balance. Not once. Not even for a second.
So I say fine—show me the transaction history
They tell me:
"Go to your account → transactions"
That button doesn’t exist
I point it out.
They respond:
"It will show after midnight."
Let me get this straight:
You take my money
Confirm you received it
Don’t credit my account
Claim I already spent it
And I can’t even see my own transaction history in real time??
What kind of system is this??
🚩 Massive Red Flags
No real-time transaction history
Conflicting answers from every rep
Funds confirmed received but not credited
Then magically "already played"
And the worst part…
I started digging and found other people saying the same thing:
Duplicate deposits
Missing funds
"We didn’t receive it" responses
⚠️ If you’re thinking about using this site:
Screenshot EVERYTHING.
Save transaction IDs.
Because if something goes wrong, you’re in a black hole.
I’m not even mad about the $73 at this point.
I’m blown away at how sketchy this whole experience is.
Has anyone else had this happen with them??
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a screenshot of your transaction history in your casino account, showing the deposits you have made?
- Have you made any additional deposits since 29 April, when the transaction was not approved by the casino?
- Have you played any games at this casino since 29 April, when you experienced the issue with your deposit?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Hi Veronika - that's the issue. They do not provide transaction history which is very concerning. I am attaching screenshot of where the customer support team told me it would be displayed but nowhere to be found. This is the first online casino I've seen where you can see your live balance sheet (lesson learned).
Yes I have deposited small amounts since and have played with no issue. Just this one deposit.
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2 weeks ago
Please request the casino to provide you with your gaming history in Excel format, covering the period from 29 April until today, and then forward the document to veronika.f@casino.guru.
Additionally, please ask the casino to provide you with a list of all deposits you have made, so that we can determine whether and when the problematic transaction reached the casino.
Thank you for your cooperation.
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1 week ago
Dear mattyz705,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
